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SysAid Product Manager
306
 

Service Desk

Help Desk

SR Form - Introduction

 

The SR form is where you create new service records, update service records, record activities, and otherwise manage all facets of an in

dividual service record. The form is divided into three sections, the top panel, the bottom panel, the insights panel. The top and bottom panels consist of various fields that provide information about your SR, and the

Form Layout

The top panel is intended for high-level information, such as the SR's category, assigned admin, and status. These fields remain fixed in place at the top of the screen so you can review them whenever the SR is open. To optimize space on your screen, the fields in the top panel appear side-by-side and the entire panel can be collapsed and expanded at any time.

 

The bottom-panel is for more granular details for the SR. You can divide these fields into tabs and add or remove tabs according to your usage needs. Each tab on the SR form has its own fields, each with its own purpose. Read below for an overview of each tab and the fields it contains.


The top panel and any tab on the bottom panel can be customized to determine which fields appear where and the order in which they appear. It's highly recommended to put all of the fields you use most on the General Details tab so you can avoid changing tabs too frequently. See here for a full glossary of all available fields for the SR form. Please note that the top panel has a limit of nine fields and the Category field is takes up three of those spaces.

 


Insights Panel

The insights panel displays relevant data in graphical widgets - to help you quickly access the information you need to analyze your tickets and reduce your response time.

 

You can click on a segment of a chart to access a list of items represented by that segment.

 

For information on customizing the Insights Panel, see below or Insight Panel Customization.

Customize the SR form

You can customize which fields appear in the SR form. For a detailed description of all available fields, see SR Fields. For more form customization options see Customize Forms.

 

To Add/remove fields in the Top Panel

  1. On the top-right of the form, click Design Form.
  2. From the Tab drop-down list, select Top Panel.
  3. Use the Right/Left arrow buttons to move fields between the Available Fields and Visible Fields sections.
  4. Use the Up/Down arrow buttons to reorder fields within the Top Panel.
  5. Click Save when your changes are completed.

 

Add/remove fields in the Bottom Panel

  1. On the top-right of the form, click Design Form.
  2. From the Tab drop-down list, select the tab in the Bottom Panel that you want to customize.
  3. Use the Right/Left arrow buttons to move fields between the Available Fields and Visible Fields sections.
  4. Use the Up/Down arrow buttons to reorder fields within the Top Panel.
  5. Click Save when your changes are completed.

 

Add widgets in the Insights Panel

  1. Navigate to Settings > Service Desk > Side Panel Widgets.
  2. Click the widget you want to add.
  3. From the Enabled drop-down list, select Yes.
  4. Select if the widget should be visible Always, in New Service Records, or in Existing Service Records.
  5. Click OK.

 

Remove widgets in the Insights Panel

  1. Navigate to Settings > Service Desk > Side Panel Widgets.
  2. Click the widget you want to remove.
  3. From the Enabled drop-down list, select No.
  4. Click OK.

 

Reorder widgets in the Insights Panel

  1. Navigate to Settings > Service Desk > Side Panel Widgets.
  2. Click the check box corresponding to the widget you want to move.
  3. Above the list, select Move Widget Up or Move Widget Down.

 

Related Content:
SR Fields
SR Fields Actions

SR Form Actions

Customize Forms
Insight Panel Customization

SR History

SR Related Items

SR Solution Tab

SR Chats

SR Business Impact

Customized SR Printout

This message was edited 2 times. Last update was at Sep. 12, 2012 10:41 AM

SysAid Product Manager
306
 
Be the first to comment on this....
SysAider
42
 
In order to use the Potential Related problems feature, the article says that the categories match. For most things we only require the main category and a sub category. We don't always care about the third category. I've done a test using only the first two categories with some matching words, but I do not get the Potential Related problems when I open the ticket in admin view. Am I missing something? Do we have to use all three categories for that to work?
Thanks
SysAid VP Product
1195
 
Hi,
Make sure the Problem is "active".
It should suggest you the related problem as soon as you select the first category - based on existing active problems with the same category.
Once you narrow the choices down as you fill in the sub category and third level - the suggested problems will be fine tuned until only full matches are found.
Elite SysAider
105
 
Is there any way to make that the "Include the details of the Service Record" option become deactivated by default instead of activated by default.

We are planning to use this feature really often to comunicate with customers and sometimes the "Details of the Service Record" include information that the customers should not receive; having this option activated by default makes it possible that these details be sent accidentally to customers.

Where do we configure this to get it deactivated by default?
b#
SysAider
14
 
The "Enable automatic suggestions from the Knowledge Base" setting seems to have moved to the end user portal and I do not see how to enable it for admins. It is working fine for end users though.
SysAider
1
 
Is there a way to edit the size the title in the view?

The text in the title often gets cut off because it's shorter than what user sees in the submission form.